The Patient Service Representative is primarily responsible for supporting our clinic’s daily operations through providing excellent customer service, administrative support and fulfilling general clerical office duties. Contributes to the overall positive work environment of the office by treating peers, managers, providers and patients with fairness, professionalism and courtesy. This role must ensure adherence to all HIPAA, OSHA, federal and state guidelines specific to patient care and privacy.
Key Responsibilities:
General:
- Greet patients & caregivers, providing welcoming and professional customer service.
- Schedule & reschedule patient appointments as needed.
- Chart preparation for following business day.
- Verifying eligibility & benefits:
- Listing co-pay, deductible, coinsurance on fee ticket.
- Obtaining prior authorizations or referrals as required for patient visit.
- Notify patients at check in if they will have to pay a deductible or co-insurance at checkout.
- Collect all monies due at time of service and post payments collected from patient copays & balances.
- Maintain public spaces, such as waiting rooms to ensure they are clean, comfortable and organized.
- Competently navigate and use all computer applications, including practice management systems, EMRs, internet-based applications and standard office applications.
- Assist patients at check in, including, but not limited to:
- Confirming/entering patient demographics into the practice management system.
- Assisting patients in completing consents, forms & obtaining copies of identification and insurance cards.
- Document and call no shows.
- Assist patients at check out, including but not limited to:
- Collecting & posting payments from deductibles, elective procedures & cosmetic treatments.
- Assisting with product sales.
- Scheduling follow up appointments as directed by the providers/clinical staff.
- Document and call no shows as needed.
- Scan completed fee ticket into patients’ chart at end of visit.
- End of day fee ticket, batch submission and cash reconciliation with the highest degree of accuracy.
- Call center offices: All front desk staff logged in daily into the communication portal, and stay in close contact with call center.
- Process and submit medical records request in accordance with HIPAA guidelines.
- Distribute faxes as received to appropriate parties.
- Relay updates and information between patients, staff members and providers as needed in order to maintain a smooth patient flow, and service patient needs in a timely manner.
- Other duties as assigned by management from time to time.
Qualifications:
- High school diploma or equivalent required.
- Minimum of one (1) year of customer service experience required.
- Healthcare experience preferred.
- Prior experience in a Dermatology practice is a plus.
- Bilingual (Spanish-speaking) skills are a plus; not required
- Professional, courteous, and patient-focused demeanor.
- Excellent verbal and written communication skills.
- Strong active listening skills with the ability to understand, clarify, and appropriately respond to patient questions and concerns.
- Detail-oriented with a high degree of accuracy and organizational skills.
- Ability to effectively manage multiple tasks and priorities in a fast-paced, ever-changing environment.
- Strong interpersonal skills with the ability to build positive relationships with patients, providers, and team members.
- Ability to remain professional, adaptable, and composed in challenging situations.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Supplemental health benefits
- Paid time off
- Holidays
- Retirement plan (401k)
Physical Demands and Work Environment
This position operates primarily in a professional office/clinical environment. The role regularly requires standing, sitting, working at a computer, communicating with employees, managers, physicians, patients, and walking throughout the day. There are no regular lifting requirements beyond standard office/ practice materials. The work environment is typical of a medical practice setting.
This job description is intended to provide a general overview of the position and does not encompass all tasks or responsibilities that may be required. The duties and requirements of this role may be subject to change and additional duties may be assigned as needed.
